£45000 per annum
3 months ago
We are looking for a Technical Support Manager for our Warrington based client, a company providing a range of technology solutions and services to the maritime industry that serve to enable effective communications over satellite.
The Technical Support Manager is a key member of the management team, primarily responsible for driving excellent customer service through Service Desk interactions and by ensuring the smooth operation of the software estate and IT infrastructure.
- Lead, coach, support, inspire and motivate all members of the Customer Operations team.
- Ensure the highest possible standards of service are provided to our customers on 24/7 basis.
- Ensuring customer incidents are resolved to a high standard and in a timely manner, achieving internally set SLAs for customer resolution and satisfaction.
- Review policy and procedures to maintain best practice across evolving or changing commtiments.
- Developing a high degree of knowledge in all aspects of the software products.
- Lead the team in troubleshooting and diagnostics.
- Promote a professional and consistent approach to dealing with customers and ensure these are applied consistently by all Customer Support Specialists.
- Take ownership for customer complaints and the complaints process ensuring issues and concerns are dealt with to the customers satisfaction, whilst providing full transparency to the Senior Managemet team.
- Form positive working relationships with key customer and reseller contacts to proactively address issues and measure customer satisafaction.
- Set and report on monthly KPI’s designed to provide transparency to key stakeholders on customer satisfaction, customer operations and repeat issues.
- Responsible for setting and developing internal IT strategy ensuring that the business is at the forefront of technology.
- Responsible for recruitment, training and appraisals of the Customer Operations teams.
- Operational ownership of all infrastructure systems and issue resolution ensuring 24/7 service availability in line with SLAs.
- Working closely with the other operational managers and sales staff to ensure there is a consistent approach to customer management.
- Assisting the Head of Operations in setting direction and objectives aimed at continuously improving operational efficiency, customer service, product development and IT Infrastructure.
- Working with other operational managers responible for the deployment of new software products, upgrades and maintenance fixes to the live environment ensuring that they are carried out under a robust change management process.
- Continually drive initiatives in the customer operations function to improve the level of service provided to customers.
- Implementation and continuous review of policies and processes designed to ensure the highest levels of security and information governance to provide adequate protection to the business and reassurance to customers.
- Stay abreast of new technologies and bring new ideas and thoughts on alternative methods of efficiency and security. Creating a culture focused on innovation and learning.
- Utilise all available data to analyse and develop the Customer Operations Department both as a whole and for individual development.
- The role includes an element of on-call.
- The role requires occasional international travel to customer sites.
- An educational background in an IT related discipline.
- ITIL accreditation or familiarility with ITIL.
- SQL (My SQL / Maria DB)
- Networking (TCP/IP)
- 2+ years leading a technical operation or customer service function.
- Experience with cloud based architecture
- Strong leadership skills
- Excellent communication and motivational skills with appreciation of the various audiences (both technical and non-technical).
- Personable, calm and emotionally intelligent.
- Good team working skills.
- Good organisational skills.
- Passion for customer service, people and process.
- Positive attitude towards responsibility.
- Ability to influence and instil confidence with all levels of management.
- VM Ware
- Location: Warrington
- Duration: permanent
- Salary: £45,000
RG Recruitment has a proven track record working with the best IT & Accounting professionals.
We work with pioneering and ambitious start-ups, SMEs and Global FTSE 100 enterprises who need the best software developers, digital marketers, accounting and finance professionals.
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Our core values are to help our clients and candidates reach their full potential and realise their ambitions through providing a second to none service utilising the most advanced technologies and delivering our service through passion, commitment and expert knowledge.